Client Success Associate

Sojern is seeking a Client Success Associate to grow and retain client relationships with our hotel partners and hotel management companies by working directly with decision makers to grow our business in the U.S. and Latin America.

We are looking for someone who wants to work in a fast-paced, innovative company, and is passionate about putting the client first.

Position Overview

As a Client Success Associate at Sojern, you will be responsible for managing all aspects of the client journey post purchase, including but not limited to, product education, campaign setup, campaign analysis, creative consultation, and billing activities. Your primary goals will be client retention and growth by identifying opportunities to expand their partnership with Sojern. In this role, you will serve a portfolio of clients in a team-based format.

This role requires a strong focus on delivering world-class service to our Sojern clients and consistently thinking of ways we can add value, whether it be in our products, support, or engagement activities. To succeed, you must work well with people, be comfortable making data-driven decisions, and have a drive to learn!

Responsibilities

• Maintain healthy client engagement levels by identifying low utilization and providing solutions to further drive client success.
• Demonstrate excellent client communication skills over the phone, email, web conferencing, and in person.
• Serve as a central point of contact while ensuring a high level of client satisfaction.
• Maintain regular communication with both the client and internal teams, consistently managing client expectations.
• Drive overall client product adoption and education, advocate for clients’ success, and mitigate the risk of client churn.
• Coordinate with internal partners to develop user-focused training, onboarding, and engagement.
• Analyze and interpret performance data to provide campaign recommendations, upsell opportunities, and new ideas and concepts that meet client goals.
• Partner closely with internal teams on day-to-day operational processes.
• Provide high-quality service to drive positive NPS and CSAT scores.
• Achieve significant client growth by actively identifying and pursuing new revenue opportunities within existing accounts.

Requirements

• Bachelor’s degree in Business or related field. (Accounting, Marketing, Communications, or Finance a plus)
• Fluent in English and Spanish for both oral and written communication required.
• 1-2 years’ industry or job-related experience.
• Ability to manage the challenges of juggling multiple accounts whilst providing excellent proactive client service.
• Strong ability to identify key results and critical solutions that support campaign & business objectives to produce successful campaigns.
• Great time management and organizational skills.
• Willing to wear multiple hats and roll up your sleeves to get the job done.
• Great with people – ability to work comfortably with many internal and external teams.

What We Have For You

We take a whole-person approach to create a Sojernista Experience that allows our people to thrive, not just as employees, but as humans. As an employee of Sojern, you would benefit from this in the following ways:

Rewards & Recognition

• Competitive compensation packages.
• Stock options offered to every employee.
• Bonusly program to reward and recognize team wins and performance.
• Employees can take up to 40 hours of paid time per year to volunteer and give back to the community.

Flexibility

• Flexi-Friday benefit.
• Hybrid or remote work options for most roles.
• Time-zone friendly work hours with async collaboration.

Connection

• Team offsites planned annually.
• Six employee resource groups.
• Regular virtual and in-office team-building events.
• Monthly company All Hands & leadership Q&As.

Wellbeing

• PTO allowance to recharge.
• Comprehensive healthcare options.
• Paid parental leave (16 weeks for birthing parents; 12 weeks for non-birthing parents).

Salary: Not specified Location Type: Not specified Employment Type: Not specified